Question
What do the statuses of Zendesk Talk mean?
Answer
Overall call status
| Abandoned in Queue | The caller hung up while waiting in the queue. The caller hangs up during the initial available agents greeting before getting routed to an agent. Tickets receive the tag voice_abandoned_in_queue |
| Abandoned in IVR | The caller hung up while in the IVR menu. Tickets receive the tag voice_abandoned_in_ivr |
| Abandoned on Hold | The caller hung up while on hold with an agent |
| Abandoned in Voicemail | The caller hung up while in voicemail. Tickets receive the tag voice_abandoned_in_voicemail |
| Completed | The call was successfully connected with an agent and ended |
| Failed | The call failed |
| Pending Voicemail | The call is complete with a pending voicemail. The status changes to Completed when the voicemail is complete |
| Not answered | The call wasn’t successful. Either an end user left an inbound call in a transition stage that is not included in the abandoned statuses, or an end user didn’t answer the agent’s outbound call |
Call leg status
| Agent Missed | An agent missed the call |
| Agent Declined | An agent declined the call |
| Agent Transfer Declined | An agent declined to transfer the call |
| Completed | The call leg is complete |
For more information, see Metrics and attributes for Zendesk Talk.